The Wi-Fi Performance Company

Quick Troubleshooting Guide for Mobile Eye

If you cannot see any of a clients’ Wi-Fi performance data, then it is due to one of the following reasons:

  1. Upon installation the Organization ID was not entered, or was entered incorrectly*
  2. The client is in a GDPR country and a Data Processing Agreement between our organizations is not in place yet*
  3. The client cannot be geo-located, therefore 7SIGNAL assumes the device is in a GDPR country*
  4. The client is connected to a docking station and Wi-Fi is not in use
  5. The client is connected via VPN and it “appears” as if Wi-Fi is not in use
  6. A proxy or firewall is inhibiting Mobile Eye’s ability to access and
  7. The client is on a network not in the ‘Wi-Fi Networks to Test’ list on the Configuration page.
    • NOTE: Clients “off network” will appear in the ‘Active Client Summary’ report with an entry for ‘Last Seen At’ but no date/time entry for ‘Last Test Taken’

*For these issues, Mobile Eye log files on the client will appear with normal entries. Click here for more.

If you can see passive test results, such as Host Name, SSID or BSSID, but not active test results, such as Throughput or Web Download, then it may be due to one of the following reasons:

  1. Port 80 is blocked, preventing access to web pages or a cloud Sonar endpoint on the Internet
  2. The 7SIGNAL Sonar endpoint may be down
  3. There is a DNS server issue
  4. There is another routing issue preventing Mobile Eye from getting to the Internet or to the Sonar

You can verify these issues after downloading and reviewing the log file from any client.